Professional Services Specialist

Overview Are you ready to join an organization where you can be a relentless force for a world of longer, healthier lives? Envision all Americans enjoying ideal cardiovascular health free of heart disease and stroke. At the American Heart Association and American Stroke Association, we get to work toward that goal every single day. Is it easy? No. Is it worthwhile? you bet! This is satisfying work that makes a real difference in people's lives. You can achieve professional growth with personal fulfillment. You will connect with people and make a lifesaving impact. You will partner with individuals, schools, lawmakers, healthcare providers and others to ensure everyone has access to healthier lifestyle choices and proper healthcare. Responsibilities The American Heart Association has an excellent opportunity for a Professional Services Specialist II based out of our National Center in Dallas, TX! PLEASE NOTE: This position will transition to remote after successful completion of training. Training will be in an onsite classroom following CDC guidelines. Training is expected to begin on 9/6/2021. This position requires in depth knowledge of the organization, products, services and messaging with emphasis on Healthcare Business Solutions (HBS), Office of Science Operations (OSO), Professional Membership and Meetings. This position requires world class customer service, critical thinking, and problem-solving skills to answer questions about ECC Programs, AHA professional member services, e.g. professional education, scientific meetings, research programs, membership, and continuing education credits. Additionally, the position will require extensive knowledge of online products and services to provide technical assistance which will include but not limited to support of website login, Learning Management System assistance, product expertise, and troubleshooting of online courses. The ability to navigate the Internet, including AHA/ASA related sites and inputting information into databases is required. The position requires using computerized system for gathering and tracking information, as well as provide feedback to management teams and business partners to create a world class customer experience. In addition, this position requires in depth knowledge of HBS courses and products to support the AHA Training Network with advanced questions and concerns. Here are some of the essential job duties:

• Provides technical assistance and training for AHA Instructor Network and OSO products and services.
• Captures and facilities customer program complaints and feedback to the appropriate departments.
• In addition to handling calls, the position requires competency in developing written responses for email, and web chat. This communication reflects the corporate image and promotes services. Additional responsibilities or special projects may be assigned by direct supervisor or management team.
• Responds to customer inquiries related to Healthcare Business Solutions (HBS) and CPR training products and systems. Provides timely and accurate responses to questions regarding website access, basic CPR information, online products, and programs.
• Provides technical assistance to HBS and CPR students participating in online courses and customers purchasing products including security" style="border-bottom: 1px dotted #007bff !important;">security access, basic troubleshooting, and related guidance. Researches inquiries and adapts responses to provide customers with moderately complex information and guidance. Escalates concerns appropriately when required.
• Responds swiftly and accurately to email inquiries submitted by AHA customers within required time frame.
• Provide guidance and support to the AHA Training Network consisting of Training Centers, Coordinators, Instructors, and Students using various administrative tools, support documents and knowledge.
• Aid users on learning management system platforms to allow completion of online courses.
• Offers trouble shooting techniques, login assistance, account maintenance, and other misc. technology issues preventing users from competing courses.
• Maintains awareness product information including monthly messaging, strategic initiatives, meetings & conferences; policies and procedures.

Want to help get your resume to the top? Look at the experience we require: Qualifications

• High School Diploma or Equivalent
• At least two (2) years of work-related experience experience in a customer service field or call center environment.
• Ability to develop alternate solutions and make sound decisions.
• Excellent written and oral communication and presentation skills
• Computer experience with a proficiency in Microsoft Office (Access, Word, PowerPoint, Excel and Outlook Internet navigation)

Preferred Experience:

• Some College

At American Heart Association | American Stroke Association, diversity, inclusion, and equal opportunity applies to both our workforce and the communities we serve as it relates to heart health and stroke prevention.   EOE/Protected Veterans/Persons with Disabilities Location US-TX-Dallas Posted Date 25 minutes ago (5/20/2021 10:30 AM) Requisition ID 2020-5754 Job Family Group Customer Engagement Job Category Call Center Location: Dallas, TX